Quality Assurance Analyst

Customer Support

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About us:

ARRISE powers Pragmatic Play, a leading supplier of player-favourite content to the iGaming industry.

We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar with offices around the world, including Malta, Romania, India, Canada and Bulgaria, we are a global team of over 4,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse that is driven to deliver.

This role is with the ARRISE group powering Pragmatic Play.

ARRISE powering Pragmatic Play, a world leader in providing solutions for game industry welcomes talented professionals to join our challenging and dynamic project as Quality Assurance Analyst. We are looking for passionate, innovative, results-oriented specialist with heart-deep commitment to success to be a part of our company.  

Quality Assurance Analyst monitors and analyses the quality of customer interactions performed by the ARRISE powering Pragmatic Play RNG Support division. He/she is primarily responsible for performing regular QA assessments for the Support Engineers and giving quality feedback.  
 
Role and Responsibilities: 
  • Perform regular quality assessments for RNG Customer and Technical Support Engineers and Shift Leads.
  • Provide constructive feedback to engineers, Team Leads and Support Management regarding quality of our support services.
  • Work with engineers and their leads on QA results disputes.
  • Identify trends in knowledge gaps and advise on individual or team-wise training prescription.
  • Streamline feedback regarding required quality standards, process or communication improvements to the Support Management. 
  • The Quality Assurance Analyst also performs other duties as they deem necessary in the execution of their duties or duties as delegated by the Support Manager, Head of RNG Support or the Employer. 

Proficiency requirements: 

  • 2+ years of experience in Customer Support, preferably technology-oriented.
  • Understanding of customer service quality control internal and external assessment principles. 
  • Excellent communication skills, ability to provide unbiased constructive feedback.
  • Computer literacy and ability to master new technologies fast, basic understanding of RDBMS, API, ELK is a plus.
  • English level Advanced or Native. 

Company offers: 

  • Fully remote work or work in a friendly team at modern office.
  • Unlimited coffee, snacks and fruits.
  • Health insurance.
  • Free English language training.
  • Gym membership.
  • Real Agile.
  • Competitive salary level. 

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